Quickbooks Online will randomly tell me that it can't find anyone with my email address. This also happens to other colleagues. Sometimes clearing the cache in Chrome or a new Google folder in the profile of the machine will fix it, sometimes it doesn't. If I get it to recognize my email from a new Google folder being created in my Windows profile, I can switch to a prior one and it remain broken and switch back to the time I got lucky that it worked and it continues to recognize my email.
This also randomly happens in Edge.
A coworker tried to get support to assist and was told it's a browser permissions issue but couldn't be told what about the browser permissions would be a cause or what to check for.
Is there anyone else experiencing this or does anyone have any tips for a fix?
Thanks for bringing this to our attention, @joe5010.
I can see that you have found a way to avoid the error and apply the troubleshooting steps to another supported browser. You're correct that clearing the cache will help since this removes old data that enables online applications like QuickBooks Online to load efficiently.
As I've checked in our system, there have been no reported issues for the past weeks and today. You can also check our status website for QuickBooks Online.
On the other hand, the error message is occurring because there may be several users who may have logged in to that the same computer. In addition, if your company activates enhanced security like software similar to Deep Freeze, this will remove the saved emails and passwords in a browser once a user restarts the device or switch to another Windows profile.
In this case, I recommend checking it with your IT specialist to review your computer setup and browser permissions or settings. They know how to take care of it and update the following applications found on your computer.
You can reference this article for more details to use QuickBooks Online at its optimum performance: System requirements for QuickBooks Online.
Please let me know if you have other concerns about this by clicking the Reply button. I'm always ready to help. Stay safe and well!
What type of permissions should be looked at?
All the system requirements are being met from the provided link.
Sometimes clearing the cache and cookies works, and sometimes it doesn't.
If the message is saying that QB Online can't find anyone with the email address, would QB's servers have logs showing a failed connection being made that is coming from an account that does exist and has rights to log in to QB online?
Hi there, joe.
There isn't a server to show logs about failed connections. The Audit log feature that we have will record activities made when you're already signed into QuickBooks.
I recommend contacting our QuickBooks Online Live Team. That way, they can pull up your account and verify the email address associated on file.
Here's how to contact them.
You can also call them. Please use the phone number provided in this article: QuickBooks Online Support.
I'm adding this article for some troubleshooting steps when accessing your account: Learn what to do if you can't sign in to QuickBooks Online. It helps you get in depending on the login issue.
Stay in touch with me if there's anything else I can help you with accessing your QuickBooks account. I'll be right here to provide the information that you need.
Hello there, DeathSpirit.
I'm happy to know that you agreed the information provided by the previous agent that helps you in your business.
You can always get back to us if you have any other concerns. I'll be right here for you. Have a good one!
Hi there, hungyip84.
Currently, we have an open investigation about this login error. Rest assured, our software engineers are actively working to get fixed as soon as possible.
You'll want to give us a quick call or chat to add your contact information to our list of affected users. This way, you'll be updated when everything sorted out. Here's how to connect with us:
You may also contact the phone number provided in this link: QuickBooks Online Support. Once you're in, provide this investigation number for a faster transaction: INV-69949.
I'm also adding this article to learn what to do if you forgot your user ID or password: Get help if you can't sign in to your QuickBooks Online account.
Feel welcome to visit the Community again with any concerns you may have. We've go you covered.
I see this discussion was from April, but wondering if it has been solved and if anyone else is still experiencing the issue. I just started having the same issue on all computers in my office. I'm able to log in from remote computers only. I've tried clearing all cookies, and cache, several different browsers, restarting the computer, and trying on all computers in the same location, but none of this troubleshooting has been effective.
It's great to see a new face here in the Community. I appreciate you chiming in on this thread.
The best route at this time would be to contact our Customer Support Team so they can look over your account to see why this is happening.
You can use the link or the steps above from my colleagues to get in touch with them.
Keep us updated on how it goes. We want to be sure that you're able to get back to running your business as soon as possible. Take care!
I have spoken to someone from your support team via chat and then on the phone. The chat was pointless, they had me going in circles and referring me to a page that didn't help me with this issue. I requested for them to escalate this with a "help ticket" and they said "I will note it". The person on the phone was supposed to call me back the following day and never called. I have my IT department reimaging computers, and trying to fix this issue. I find it hard to believe that there is no solution. Would it be possible to have someone from the QuickBooks IT department contact my IT department to trouble shoot this? The regular support agents can't help with this.
Hi there, Joe202.
I appreciate you sharing your experience with our chat and phone call team. I'll take note of your feedback and forward this to our management team.
Our Engineers are aware of the issue and it is in the process of being prioritized/investigated. Although this is being actively looked at, we do not have an ETA for resolution at this time.
In some cases using Firefox allows the customer to log in when Edge and Chrome provide errors. You can open this article to check the system requirements when using QuickBooks Online (QBO): Find out what computer and browser you need for the best experience.
Also, we don't have an IT Department that can contact you. The support team is through chat, call, and here in the Community forum.
I'm also adding a great resource to help resolve unexpected issues when using QBO. It contains some links about clearing the browser's cache and adding Intuit as a trusted site: Troubleshooting browser problems.
Reach out to me if you need assistance performing the troubleshooting. I’ll be more than happy to help. Have a great rest of the day.